A Comparative Study on the Analysis of Consumer Satisfaction in Air Services LCC and FSC

Abstract

This study examines the effect of airline service quality (tangibility, responsiveness, personalization, and connectivity) on customer satisfaction and intention to repurchase. In particular, it is to verify whether the airline type has a moderating effect. As a result of the hypothesis, it was confirmed that tangiblity, responsiveness, personalization, and connectivity had a significant (+) effect on customer satisfaction. It was found that the responsiveness and personalization factors of Low-Cost Carriers (LCC) had a greater effect on customer satisfaction than that of Full Service Carriers (FSC).